Transaction Services Manager – Trade Solutions

Job Description

Transaction Services Team Leader | HSBC

The Tone:
This is a full-time role at HSBC, located in Auckland, New Zealand. HSBC is a global financial institution dedicated to opening up a world of opportunity by connecting people, ideas, and capital to foster progress and growth for customers, colleagues, investors, communities, and the planet. This role is crucial within HSBC Global Trade Solutions (GTS), one of the world’s largest trade services organizations, which provides comprehensive supply chain and traditional trade solutions. As a Transaction Services Team Leader, you will play a vital part in delivering an industry-leading customer experience for high-value GTS relationships, ensuring outstanding operational performance, service quality, and adherence to bank policies while supporting the transformation towards digitisation and efficiency.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid, Auckland, Auckland

• Mission: Proactively ensure an industry-leading customer experience for high-value GTS relationships, driving outstanding operational performance and service quality while supporting the bank’s transformation agenda for efficiency and value.

What You’ll Actually Do
• Operational Performance: Drive outstanding operational performance and service quality to support business growth and improve customer retention.
• Accurate Processing: Process transactions accurately in line with all applicable internal procedures, including FIMs and GOPs, safeguarding the integrity of operations.
• Customer Service Delivery: Deliver transaction processing within agreed customer Service Level Agreements (SLAs), prioritizing “right first-time” processing to minimize rework and improve turnaround times.
• Compliance & Control: Identify and challenge bespoke processing or undocumented policy variations, actively supporting standardisation and control measures across operations.
• Customer Advocacy: Understand customer needs through feedback, provide transparent service, address root causes of dissatisfaction, and use complaints as opportunities to improve.
• Team Leadership & Development: Support and inspire colleagues, mentoring junior team members and fostering continuous improvement and professional development within the team.

The Must-Haves
• Background: A university degree or relevant professional experience in customer service, sales, or operations. This role requires solid knowledge of trade products, including Core Trade, Guarantees, Supply Chain, and/or Receivables Finance.
• Experience: Proven technical trade knowledge in Export Documentary Credit checking, Export Documentary Credit Confirmation, and Discounting. Experience across Import, Guarantees, and Receivables Finance is an advantage.
• Skills: Strong interpersonal skills, including excellent written and verbal communication in English and the local language, with the ability to negotiate and influence effectively. Demonstrated strong judgment and problem-solving capability, capable of identifying and resolving issues while maintaining service performance. Ability to multitask, work independently, and collaborate effectively, along with the capacity to manage crises and make good, timely decisions in challenging situations. Strong focus on operational risk and controls, with a commitment to adhering to applicable laws, regulations, Group policies, procedures, and standards.
• Bonus: Familiarity with HSBC’s organizational structure, Global Trade Solutions (GTS) products and solutions, eChannels, operations, systems, and end-to-end processes.